Ongoing (and frustrating) sentia problems...

This is my first post to this forum. It seems as though this forum contains many users with much knowledge.
About 8 months ago, I got a new alienware sentia. I had relatively good luck with it off the bat, with the exception of some overheating problems due to a bad heatsink fan, and recently ran into some problems that have been ongoing since.
The machine originally had a problem with the usb ports only functioning as 1.1, and not working with 2.0 devices. After a couple of trips back to the depot the motherboard finally was replaced - this time the heat sink fan and the USB ports were working, but the computer was freezing intermittently during idle, software install, OS install, Respawn, boot up, etc. After some work on the phone, I was told this was a hard drive issue. They sent out a new hard drive, which obviously didn't do anything. After two days and much time wasted on the phone, I was approved for an on-site heat sink fan replacement. After being pressed with that for a couple of phone calls, eventually I helped my friends at Alienware realize that the machine was not overheating and powering off, only freezing, which would require a reboot before working again. After a couple of days of phone calls, many tests, and the original couple of trips and part shipments to and from the depot, I convinced my friends to let me send the machine back and for them to keep for however long it took to fix. During the many phone calls I reseated all components on the motherboard, reset the CMOS, reloaded, respawned, deleted partitions & page files, tried many different driver versions, ran memory, cpu, and video card tests, and most importantly, updated the BIOS to the latest version offered by Alienware.
Today, I got the shipping email saying my machine was on its way back to my evil lair and my grubby little paws. Naturally, and because I've really nothing better to do, I called to inquire about exactly what repair had taken place. My friends told me that the issue was replicated (which I was happy about), and that the fix was as simple as flashing the BIOS again, and that afterward, they were unable to replicate the problem again.
Because of my personal experience with the technical support staff at alienware, I am a little skeptical about the problem actually being fixed at this point. It seems like during my many phone conversations that I am being rushed off the phone and told to repeat the same diagnosis procedures multiple times. For God's sake, they wanted to send someone out to put a new heatsink fan in when the computer wasn't even overheating! I'd say for the most part I am patient and polite, but I'm going on 8 weeks with no working computer and quite frankly, I'm starting to freak out.
I'm skeptical about the repair. Has anyone had any issues with flashing BIOS where it took more than once to 'take', and if so, was there ever a decent explanation of the cause given? Also, does anyone have any advice on what the problem might be and how to go about getting it fixed (assuming that it still isn't fixed, which I am)?

What does PM mean? I'm new to the forums so I'm not hip on all the terms. In response to bugeater, I agree that BIOS flashing is pretty much idiot proof, unless you do something to damage your chip - but in that case the machine wouldn't even boot...which may justify my skepticism on how it could not have worked the first time and worked when AW did it.
I'm scheduled to get my precious back on Saturday, so I'll let you guys know what happens with it. Hopefully it will be good news. I've seen how he has helped others and quite frankly at this point, if this thing doesn't work when I get it back, I'm going to be pretty desperate.

I just sent Alienware-Steve a private message with the correct info. Hopefully, I won't need to bother him for help. Thanks everyone for all of the advice. I'll let you guys know what happens on Sat. Wish me luck.

wow.

Well, my suspicions were proven true. I am most disappointed with my experience this time. If you can believe it, the system is working in the same fashion as it was when I sent it in. If you'll remember from my earlier posts to this thread, I was told that my system had the BIOS flashed and was tested for two days with benchmarking applications, which were never resulted in the system freezing, and that it was working perfectly. Here's what happened:
I received the machine late saturday night at about 8:40, removed it from the box, powered it on, and watched it freeze during the boot. Then I tried it again, and noticed that the disk was not formatted and there was no OS installed. Normally that would be fine, except how would you be able to test the system for two days using benchmarking applications without an OS? That bothered me because I felt like I had been misled during previous phone calls. I gave the benefit of the doubt (which seems like I've been doing too much in this situation), and decided to go ahead and try to install an OS. It froze during both the installation of WinXP with the recovery disk, and during a respawn. Also, during a subsequent reboot, I got a DMA failure.
I called tech support, waited patiently on hold, got in touch with someone who I explained my story to, and he began at the beginning of the diagnosis process. I was told in an earlier conversation that if the machine wasn't working, that there would be no more diagnosis by me. I told him that I wouldn't be doing anymore diagnosis, because I was told I didn't have to. At that time I was transferred to a sr. technical support person, who didn't have much to say, then I got disconnected and had to call back. During the next phone call, I decided that maybe I should just ask for a manager. I hate doing that, because I can understand that everyone is just doing their job, but I also decided that this was out of control and needed to be brought to the attention of a higher-up. The manager took down my account and contact information and I was told that the only people who had power in these special circumstances aren't in on the weekends. I am waiting to hear from the now. The man I spoke with on Saturday let me know that this would be resolved as soon as possible. I have little faith in the system at AW tech support at this point. How could my machine have shipped in the same state I sent it in at? I sent it in with no OS, and the latest BIOS version. I got it back with no OS and the latest BIOS version, but somehow it was supposedly fixed and tested? It sounds like a major QA problem. I understand (and believe) in the product. I love my laptop. However, my experience with the tech support at AW has sucked royally. I am waiting to hear from the manager, who is supposedly going to contact me today. How about that?

even I can't believe this, and this is my thread!

I never got a call yesterday. Not only that, but when I did finally call in myself, nobody could explain why I didn't receive a phone call, and the next person they said that I could talk to wouldn't be able to call me back until 10:30 AM CST at the earliest. So when I decided that I wanted to talk to someone right away and that I wasn't willing to wait (because I work), the person they put me through to want to keep doing diagnosis. I told him that since diagnosis and technical support clearly haven't worked up until this point, for the last 10 or so weeks, no matter what I do, that I'd rather take it up with customer service. His point was that tech support can only do what's in the procedures. My counterpoint was following those procedures so far hasn't worked and that something else needs to happen. I realize it's a long shot, but at this point, I want a new machine or my money back. Or at least someone to actually fix this thing rather than run me around a couple of more times. Anyway, it ended with me being told that someone would call me first thing in the morning from customer service (which is what I was told yesterday). So what's going to happen is that I'll probably just call in on my own at about 10:30 AM CST, which is about 30 minutes after they get in. Unbelievable. After today, I'm not even going to know what to do as the next step.

okay, this is better, but not great.

I finally got a call today from someone named Virgil from Customer Service. I was told that he will be supervising my case from now on and that it was being sent to the depot as 'VIP'. I have no idea what that means, but I was assured that I would be informed of any and all status changes with my machine. I'm waiting for the shipping label to be sent to my email.

This has got to be an elaborate practical joke on me. Never got the ticket in my email today. Tried to call Virgil back, and 'my database' isn't available and neither is Virgil. Told to try back in 20 minutes 'when my database comes back up'. Right. Called back in 15, asked to be transferred to Virgil in Customer service. Instead, after a few minutes, I got some guy named 'Randy' or something in tech support. Makes lots of sense. Asked new guy to be transferred to Virgil. Virgil isn't available, I was told to call back in an hour. I asked if Virgil, since he's 'personally handling my case', can call me back. I doubt that will actually happen, but I agreed to it. The kicker here is that with no computer and no printer, I have no way to print out the ticket if I get it after I leave work. Thanks alot again, Alienware, you're making this a very pleasant experience.

Are you ready for this? I never got the packing slip, and no phone call. Tried to call, was told Virgil was in a meeting call back in 30 minutes. Called back in 30 minutes only to be told to call back in 60 minutes. Did that, Virgil went home. Sent three letters to Alienware the next morning, all certified signature required, to the CEO, President, and VP and Business Manager. Also called Virgil around noon and finally got my packing slip. We'll see what happens. I asked for my money back or a new machine, but I'm sending in mine anyway.

Well - the saga continues. They received my machine last week, and it was received into the depot. I was told I would receive a phone call the day after, which I never did. I called in, found out what I wanted to know (about a refund or a warranty extension).

I was actually told that if I wanted an extended warranty, I'd have to pay for it. I asked to have the warranty extended in light of the issues I've had, but they refused. I looked into how long I've owned the computer (received it in April), and figured out that in the now almost 8 months since I got it, it's been in for service or unuseable waiting for service for now more than 3. Am I the only one who thinks there might be a quality control issue if for almost half the time I've owned this machine it's been in for repair or unuseable? Alienware seems to notebooks what Kias are to cars, except no one actually fixes my Alienware...

I was supposed to receive a phone call the day after, but I never did. I'm going to have to call in today. Never got responses on the original letters, sent new ones restricted delivery to Agent For Service, which basically means, the addressee has to receive it, although I guess actually reading it would be something else.